The contact center marketplace is known for a lot of things, such as automatic call distribution, first call resolution, Interactive Voice Response (IVR) technologies, or the call recording messages shared when a consumer makes a connection.

Earlier this summer, Zeacom, a multimedia contact center and business process automation software provider, leveraged the power of Microsoft Lync in its Zeacom Communications Center (ZCC) Helpdesk solution. ZCC Helpdesk offers a wide range of features and functionality, including skills-based routing, in-queue announcements, real-time monitoring and reporting. ZCC Helpdesk queues and routes calls and emails to the most appropriately skilled person, and Priority Routing ensures that the most important customers and tasks are attended to first. In addition, ZCC integrates with Microsoft (News - Alert)® Dynamics CRM to help process contacts more efficiently, and to dramatically improve the customer experience.

Upon evaluation of ZCC with Microsoft Lync, Analyst Richard Snow with Ventana Research highlighted that the solution delivers instant messaging, voice integration, audio and Web conferencing capabilities and more, all accessible through the single user interface. Presence is also included so users can instantly know who is available on the network and collaborate when needed.The main perk, of course, is the integration with Microsoft Office. Even within the contact center environment, users are likely to be familiar with Office, providing a familiar experience and enabling the push for quick adoption. Plus, organizations opting for this solution can either run it alongside the existing PBX (News - Alert) or run it as a standalone solution. That’s right – Lync can replace the PBX.

The benefit of the latter is the contact center can effectively phase out its obsolete equipment, or build a completely new contact center based solely on the software. Decision makers simply need to ensure the software can handle the current and projected load and meet with customer Service Level Agreements.

The ZCC Helpdesk solution with Microsoft Lync integration not only delivers the functionality agents want in the contact center, it also allows the organization to optimize their investment in Lync through the maintenance of one telephony infrastructure for both the contact center and voice.

For the company ready to get started with such a contact center implementation, Zeacom (News - Alert) can serve as a consultant on the project, offering the guidance and resources necessary for the contact center decision makers to implement the right strategy to ensure overall success.

To find out more about Damon Carter and Zeacom, visit the company at ITEXPO. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. Carter is speaking during “Microsoft Lync: Separating Hype from Reality” For more information on ITEXPO, click here.